Frequently Asked Questions

Medical Alert Systems 101

What is a Medical Alert System?

Medical alert systems are designed for simplicity. The equipment typically consists of two components. First is the base station, which plugs into a standard electrical outlet and a standard phone jack. Second is the transmitter, which is usually a button worn as a necklace or wristband.

Who should use a medical alert system?

Alert systems are designed to help people who fall into any of the following categories:

Have functional limitations in performing two or more ADL (activities of daily living).

Live in an unsafe neighborhood, or feel unsafe at home.

Have home safety hazards which are not correctable, or expense considerations.

Are more than 75 years of age.

Have sensory deficits (vision or hearing).

Have a history of falls.

Have been hospitalized within the last 12 months.

Are physically frail.

Have a history of medication management problems.

Have a cognitive deficit.

Why are medical alert services so critical for seniors living alone?

Every 18 seconds an older adult is treated in an emergency room for a fall.

Every 35 minutes, one of them dies as a result of their injuries.

Falls are also the leading cause of fatal and non-fatal injuries to seniors in the U.S

For elderly people who live alone, becoming incapacitated and unable to get help is a common event, which usually marks the end of their ability to live independently.

How do Medical Alert Systems Work?

In the event of an emergency, you simply press the button on the transmitter or on the base station and this will initiate a call to Bay Alarm Medical’s call center, which is available 24 hours per day, 7 days a week, 365 days a year. An operator will speak to you through the base station, assess your situation, and then make the appropriate calls to get you help.

Who does Bay Alarm Medical call if there is an emergency?

When you sign up for our service, you will be asked to provide names and phone numbers for emergency contacts such as friends, relatives, neighbors, or the front desk of your building. In the event of an emergency, our Monitoring Technicians will ask you who to contact. If our Technicians cannot hear you, or if you request it, Emergency Medical Technicians will be immediately dispatched.

Who answers the calls in an emergency?

When you press the emergency button on the pendant or base station, a two-way voice call will be initiated with our Monitoring Center. Our Monitoring Technicians are five diamond-certified emergency dispatchers located in the United States.

How long does it take to get a response once the medical alarm is triggered?

It takes about 45 seconds or less for you to hear the live voice of one of our Monitoring Technicians.

What home phone services work with the Bay Alarm Medical Alert System?

Our system is compatible with all standard phone lines and cable providers such as: Comcast, Time Warner, Charter, and Cox. We are compatible with most VOIP solutions including AT&T and Verizon. To see more, click here.

Do you need to have a dedicated landline?

No, the unit will work on your existing phone line. If you don’t have a landline, we also have In-Home Cellular and GPS options available as well.

Does Bay Alarm Medical offer service in my area?

Baymed provides service nationwide.

How quickly can I get medical alert service?

Once the order is placed, we will have your medical alert system in the mail within 1 business day. Typically, the unit will arrive within 4-5 business days after shipment. Express shipping is also available. The system, once received can be installed and tested with our 27/7 Call Center and ready for service in about 5 minutes.

What do I need to do to install the medical alert system at my house?

All you need for installation is a standard electrical outlet and a standard phone jack. The electrical outlet should not be controlled by switch, to ensure that it is always receiving power. The medical alert system is configured to share a phone jack with an existing phone so you don’t have to move anything.

Will the medical alert base station be able to hear me anywhere in my house?

The system should work within most living areas depending on the number of walls and construction type. Our Monitoring Technicians are trained to treat every alarm as an emergency. If the signal reaches the base station and the operator cannot hear you, emergency services personnel will be automatically dispatched.

What if I live in a rural area? Can you still provide medical alert service?

For our landline medical alert, absolutely, as long as you have a phone line and power we can provide service. Our In-Home Cellular Medical Alert System is powered by AT&T’s cellular network coverage. Our GPS model is powered by AT&T, so there just has to be sufficient coverage in the area where you’ll be using the device (3 or more bars). You can check AT&T’s coverage map here.

How often should I test my medical alert system?

We will be silently checking the signals on our end every week, and we recommend that you test your system once a month by pressing the emergency button and waiting for the dispatcher to come over the line. Simply advise the dispatcher that you are just testing.

What happens if I accidentally press the emergency button?

Your system will be set off as it would in a real emergency, but don’t panic. A BAM dispatcher will come over the base unit to ask if you need help and you simply tell them it was an accident. Make sure you respond to them or they might think it is a real emergency and contact your family and/or send emergency personnel to your house.

Equipment

What types of medical alert pendants are available?

We offer you the choice of two types of pendants (a necklace or wristband) for our traditional In-home system, both of which are waterproof. We also have a Fall Detection button available.

Will the medical alert base station be able to hear me if I am outdoors?

If you have the standard range button, the signal should be able to reach the base station from 800-1000 feet away. If the operator cannot hear you, emergency services will be dispatched.

What if I am on the phone when I need to use my medical alert pendant?

If you are on the phone connected to the medical alert system, the system will disconnect your call to send the emergency signal. If other phones in your house are in use, then the system will try to dial the monitoring station 10 times. If it has failed to communicate, the system will emit a high-pitched tone alerting you that there is a problem.

What is the battery life of the medical alert pendant?

The battery in the pendant can last up to 5 years. We recommend weekly testing to ensure that the battery is still operational. If the battery runs out we will replace it at no charge.

What is the battery life of the medical alert base station?

The battery in the base station can last up to 32 hours if the base station becomes unplugged.

Can information be changed after the medical alert system is ordered and/or installed?

Yes, if at anytime you wish to change any of your information, e.g. medication, emergency contacts, etc., give us a call us at 1-877-522-9633. This will ensure that our system is up-to-date with the correct information.

What if I move? Can I bring my medical alert system with me?

The Bay Alarm Medical Alert System can be moved to any location in the US, but in the event of a move you will need to notify us so that we can update our emergency contact information. These changes are not recommended for moves of less than 2 weeks.

Can more than one person be protected by a medical alert system at a single location?

Yes, we do offer free spouse monitoring. This will also go for two family members living in the same household. We would just need to charge a small additional fee for an extra pendant that will operate with the same base unit.

Will this interfere with my pacemaker?

No, there is no magnetic component involved so our equipment will not affect pacemakers in any way.

Is there a trial period available for the Bay Alarm Medical Alert System?

Yes, in accordance with our 30-day refund policy, you may place an order with us and try out the system. You will just need to get it back to us within the first 30 days of you receiving the unit, in order to receive a refund.

What type of phone line do I need for a medical alert system?

What home phone providers work with your medical alert system?

Our system is compatible with all standard phone lines, cable providers including Comcast, Time Warner, Charter, Cox, and most VOIP solutions including: AT&T and Verizon. To see more click here. If your provider is not on the list, please call us at 1-877-522-9633 to check compatibility.

What if I have wireless home phone service?

We offer a home medical alert system that works with AT&T’s cellular network. You can read more about it here. We also have a GPS option available as well. Give us a call for more information at 1-877-522-9633.

The Bay Alarm Medical unit will come in the package with a grey cord already attached to the “WALL” port in the back and a black wall plug. Do NOT remove either of these plugs.

Setting up with a modem

Step 1: Unplug the original cord that is in the modem and put it into the BAM unit where it says “PHONE”. The other end should be either plugged into a telephone or the wall jack depending on your home setup (refer to Image 1 & 2 below).

Image 1: Cord plugged into wall jack

Image 2: Cord plugged into telephone

Step 2: Take the grey cord that came with the unit and plug it into the modem where the original cord use to be. The port is usually labeled L1, TL1, T1.

Step 3: Take the black power cord that is connected to the BAM unit and plug it into a Mpower outlet. After a few seconds, the unit will turn on and say “System Ready”.

Step 4: Test the system! You can do this by pressing your medical alert button once. The system will go off, just as it would in am emergency. A dispatcher will come over the BAM unit (the one that says HELP) asking if you need help. You simply tell the dispatcher that you are okay and just testing the system.

Setting up with a regular telephone company

If your phone service is separate from your cable company (or is not setup with a modem) your telephone is simply plugged into the phone jack, like the image below.

Step 1: Unplug the telephone cord from the wall jack and plug it into the Bay Alarm Medical unit in the back where it says “PHONE”.

Step 2: Take the grey cord that came with the BAM unit and simply plug it into the wall jack.

Step 3: Plug the black cord into a power outlet. The unit will then turn on and say “System Ready”.

Step 4: Test the system! You can do this by pressing your medical alert button once. The system will go off, just as it would in am emergency. A dispatcher will come over the BAM unit (the one that says HELP) asking if you need help. You simply tell the dispatcher that you are okay and just testing the system.

You’re all set, now you have peace of mind!

If you have any further questions about setting up or testing the system, please call us at 1-877-522-9633 and our tech support team will be glad to assist you.

Troubleshooting

Call our Tech Support Team at 1-877-522-9633. Our specially trained Tech Support Representatives will be able to assist with installation, testing, and other questions regarding your equipment. We are here to help!

Fees and Payments

What do I have to pay to get started?

Your card will be charged once you place the order for the initial monitoring fee and any additional accessories plus shipping charges. Your service will be activated immediately.

What total fees do you charge?

You will only be paying for whichever payment plan you choose (for the 24/7 medical monitoring), plus the one-time shipping fee, and any optional accessories that you add onto your order. Zero hidden fees!

Do I have to sign a long-term contract?

No, unlike other providers, Bay Alarm Medical does not require a long-term contract. We will cancel your account once we receive all of the equipment in it’s original packaging without any cancellation fees.

Are there any other fees for this service?

Will I pay more if I use the service more?

We will never charge for calls placed, as we program each base station with a toll free number to dial.

Is there a charge if I set off the medical alarm accidentally?

No. If you accidentally press your button, simply tell the dispatcher you are okay and it was just an accident.

What payment options do you offer?

We offer Monthly, Quarterly, Semi-Annual (6 months) and Annual billing plans. Payments can be set up using a credit card or debit card (Visa, MasterCard, or Discover).We do not accept American Express cards.

Bay Alarm Medical Discounts

What payment discounts do you offer on your medical alert system?

As a Preferred Partner of AMA, Baymed is proud to offer additional discounts to AMAC members nationwide. Bay Alarm Medical voluntarily extends the same discount to AARP members. Bay Alarm Medical is not endorsed by AARP, but extends the discount solely as a courtesy to our customers.

For more information, call us at 1-877-522-9633.

Already a member? Take advantage of our Refer-A-Friend program to received free months of service with no limits!

Is this medical alert system covered by insurance, Medicare or Medicaid?

Long Term Care Insurance can cover costs and services of medical alert systems. For other insurance providers: If covered, it is usually on a reimbursement basis. You will need to contact your provider to determine if coverage is available and arrange for reimbursement directly from them. Read more on our blog.

Cancellations and Refunds

Are there any cancellation fees?

No, you may cancel at any time.

How do I cancel my Bay Alarm Medical Alert service?

If you would like to cancel, you may do so at any time. We do not charge a cancellation fee. You would just need to call us at 1-877-522-9633 to let us know that you are cancelling. Then mail back the base unit to us via UPS. You would need to get the tracking number, and make sure that we have received your package. Send it to the following address: Bay Alarm Medical Cancellations, 2600 Stanwell Dr, Suite 103, Concord, CA 94520.

What is Bay Alarm Medical’s refund policy?

BAM has a 30-day refund policy. The 30 days begins once you have received your Bay Alarm Medical Alert System. If you are dissatisfied with the service, you may return the equipment to us within those 30 days to receive a refund. The day that we receive the unit is the day that we will officially close out your account and issue the refund for any unused months.

What is Bay Alarm Medical’s return/exchange policy on accessories?

If you are dissatisfied with your pendant, or want to exchange it for another model, you may send it back within 30 days of receiving it and we will do an exchange. Please call us at 1-877-522-9633 for exchange information.

Warranty Information

What happens if the medical alert base station or pendant breaks?

Your medical alert base station and pendant are both protected under a warranty with Bay Alarm Medical. As long as the issue occurred because of normal “wear and tear,” or manufacturer defect, we will replace it at no cost. We must, however, charge to replace any equipment that is destroyed or lost, due to events beyond our control. We are now offering a Premier Protection Plan that you can purchase which includes a surge protector and the one-time replacement of your medical alert unit due to electrical power failures. Call us at 1-877-522-9633 for more information.

Does the Bay Alarm Medical Alert System come with a warranty?

Your medical alert base station and pendant are both protected under a warranty with Bay Alarm Medical as long as the issue occurred because of normal “wear and tear,” or manufacturer defect, we will replace it at no cost.

However, the system is not protected if it is damaged beyond our control. (e.q. water damage, power surge, is dropped and breaks, etc.)

Can I purchase an extended warranty for the Bay Alarm Medical Alert System?

For both our in-home and GPS models, you may purchase our Premier Protection Plan which includes a surge protector to keep your unit safe from power surges that may occur during electrical storms. This warranty also includes a one-time replacement of either device if damage were to occur and saves you from having to pay up to $250 for a replacement. Once the replacement is issued the warranty is void and you have the option of purchasing a new warranty.

Call us at 1-877-522-9633 for more information about our Premier Protection Plan.